All seasoned loans should use one of four options within the bulk transfer process to board. The four options are:

1. Streamline – If the Inbound Portfolio Transfer Request form reflects a single loan with no delinquency, it is considered a candidate for the streamline process and the e-mail request is categorized for assignment as a streamline transfer.
2. Mini-bulk – Follows standard inbound transfer protocols but in a compressed timeline.
3. Mini-bulk (aggregator) – Used for clients purchasing loans from multiple sellers through an aggregator. Follows standard inbound transfer protocols but in a compressed timeline.
4. Bulk – The standard for a majority of transfers.

More information on these options can be found here, as well as in the Transfer Instructions section on CenAccess, under the Training & Reference menu. If you need help or would like to discuss further, please reach out to your client manager, who can set up a meeting to explore which option might be best for you.

Thank you for your continued partnership.

Important Updates to How You Work With Us

Client Help Desk Available to Assist 24/7
We’re always working to ensure you have the best possible experience with us. Should you ever need assistance for any critical issue or outage, our help desk is available for you 24/7, each and every day.

Calling our help desk often is the fastest way for you to receive assistance for urgent issues. As soon as you call, your ticket is opened, prioritized and worked based on impact and SLA. Any other method for assistance will add to the time it takes to resolve the issue.

To contact the help desk, call (888) 341-3882.

How to Inform Us to Close a CCM Ticket
To streamline how you work with us and increase our efficiency with CCM tickets, we recommend using the established process to “solve” a ticket within CCM. This will ensure the ticket is closed once it is no longer needed.

This process simply involves locating the “Mark as solved” button at the bottom of the CCM ticket screen and clicking it. Only the client user that submitted the ticket will see the “Mark as solved” button.

Doing this can help us maintain a clean ticket pipeline and allow us to focus resources on tickets that require our support.

Cenlar resolves the majority of tickets, and in these cases, no further action is needed on your part. However, there may be times when you submit a ticket and subsequently realize that the issue has already been resolved. Alerting us via the process described above can help us maintain a clean ticket pipeline and allow us to focus resources on tickets that require our support.

Please inform all CCM users at your organization, so that your staff will be able to more effectively signal to Cenlar that a ticket is no longer needed after it has been created.

New Homeowner Email List Now on CenAccess
We have posted a list on CenAccess of all of the emails that we send to homeowners.

To access this list, go to the Training & Reference menu on CenAccess, and select “User Manuals.” The file name is “Email Listing for Clients 07.14.23.”

This file is updated with the most-recent list of homeowner emails once each month.

“I might be dealing with an issue related to escrow, then the next call might be about API keys and tech issues, then there’s a situation concerning assumptions,” O’Connor said. “If I don’t have the answer, I make sure I find it. I don’t leave anyone hanging.”

Giving each client his focused attention and taking responsibility for making sure their issues are resolved quickly and to their satisfaction reflects both the high bar O’Connor sets for himself as well as the philosophy across Cenlar that our clients are our partners and should be treated as such.

O’Connor first demonstrated a strong service orientation in the roles he held prior to Cenlar, in the telecom and mortgage industries, after earning a bachelor’s degree at Rider University. In fact, it was his servicing experience that caught Cenlar’s attention 10 years ago, when he was recruited for a supervisor position in customer service. From there, he quickly moved into two default-related roles—first, with our single point of contact (SPOC) team, followed by a position where he served as default liaison between Cenlar and clients. Based on his strong performance in those roles, Nancy Irwin, SVP, Executive Client Management, asked him to join her team. It was a natural fit for someone with O’Connor’s skill set and relationship focus.

Building strong relationships and treating them as too important to fail is O’Connor’s secret sauce. Everything he does and every communication he has is guided by what he calls his “three basic philosophies”:

1. If you’re going to do a job, do it to the best of your ability.
2. Do the right thing, even when someone isn’t looking.
3. Educate yourself, and don’t always rely on others to provide the answer for you.

O’Connor credits the above for his ability to foster trust with clients.

“Being able to partner with clients and build a solid relationship means that even when things go wrong, there’s no anger, no resentment…the deeper bond can weather the painful issues,” O’Connor said. “It’s like a marriage.”

And as in any partnership, O’Connor understands that when one focuses on making one’s partner happy, everyone benefits. O’Connor takes satisfaction in knowing every time he helps a client, it’s not just a personal achievement but “a win for the entire Cenlar team.”

O’Connor lives in New Jersey with his wife and daughter. When he’s not walking the family’s four dogs, he’s likely cheering for his favorite sports teams, especially the Boston Bruins.